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Email-to-Case Cases not assigned to correct queue or record type

Data pubblicazione: May 29, 2026
Descrizione

Issue

After creating a new Email-to-Case routing address, cases created from incoming emails are not assigned to the correct queue or record type.

Cause

This issue occurs when the Automated Case User does not have access to the record type specified in the Routing Address Settings. The Automated Case User is the system user Salesforce uses to process Email-to-Case routing. If this user's profile lacks access to the required record type, Salesforce cannot apply the assignment rule correctly.
For example, if a routing address is configured to assign cases to a record type called "Support — Enterprise," but the Automated Case User's profile does not include that record type, incoming emails create cases without the expected record type and queue assignment.

Risoluzione


Assign the Record Type to the Automated Case User's Profile. To resolve this issue, assign the correct record type to the Automated Case User's profile. Use the steps below to locate the Automated Case User in your org.

In Salesforce Classic

  1. Click Setup.
  2. In the Quick Find box, enter Support Settings.
  3. Click Support Settings under Cases.
  4. Note the user listed in the Automated Case User field.
  5. Navigate to that user's profile and assign the required record type.

In Lightning Experience

  1. Click the Gear icon in the upper-right corner, then click Setup.
  2. In the Quick Find box, enter Support Settings.
  3. Click Support Settings under Service.
  4. Note the user listed in the Automated Case User field.
  5. Navigate to that user's profile and assign the required record type.

If Email-to-Case Settings Are Still Not Being Applied

If the routing address settings are not applied to incoming emails after completing the above steps, see: Email-to-Case does not assign the record type selected in the Email-to-Case settings.

Email-to-Case does not assign the record type selected in the Email-to-Case settings

Numero articolo Knowledge

000382716

 
Caricamento
Salesforce Help | Article